REALTIME SOFTWARE SOLUTIONS LLC

Role Description The Customer Support Specialist is the first point of contact for RealTime eClinical Solutions customers, delivering timely, empathetic, and effective support across our SOMS and Complion platforms. This role is central to the daily support queue—owning initial triage, case documentation, and first-contact resolution within defined SLAs. The ideal candidate combines a strong service orientation with a working understanding of clinical research workflows and a commitment to continuous improvement. Responsibilities - TICKET & QUEUE MANAGEMENT - Serve as the first point of contact for inbound support requests via phone, email, and ticketing system (Salesforce); triage, categorize, and prioritize tickets according to SLA guidelines. - Document all interactions accurately and completely in Salesforce, ensuring proper case creation, updates, and closure notes are maintained. - Resolve Tier 1 issues independently and escalate Tier 2+ issues to the appropriate L2 Specialist or Support Lead with clear context and documentation. - Monitor personal queue performance and proactively flag aged or at-risk tickets to the Support Lead before SLA breach. - CUSTOMER-FACING SUPPORT - Provide professional, solution-oriented support to customers navigating RealTime’s clinical trial management platforms (SOMS and Complion). - Guide customers through platform navigation, user account management (username/password resets, permissions, user roles), and standard troubleshooting workflows. - Schedule and conduct training sessions for new and existing customers on platform features, workflows, and best practices. - Proactively identify opportunities to educate customers on underutilized features that may improve their adoption and satisfaction. - QUALITY & COMPLIANCE - Maintain full compliance with HIPAA Privacy Rule requirements; this role may access Protected Health Information (PHI) as part of daily responsibilities. - Follow all established support procedures, escalation paths, and knowledge base protocols consistently. - Contribute to the team's knowledge base by documenting recurring issues, solutions, and how-to guides. - Participate in team huddles, training sessions, and calibration exercises to maintain quality and consistency. - COLLABORATION - Communicate clearly with cross-functional teammates, including L2 Specialists, Support Leads, and the Product Health team when escalating technical issues. - Share observations about recurring issues and customer pain points with the Support Lead to inform process improvements and product feedback loops. - Represent RealTime professionally and courteously in all customer and internal interactions. Qualifications - 2+ years of customer service or technical support experience in a SaaS or software environment. - Experience working with or supporting clinical research sites, including familiarity with site workflows, regulatory requirements, or clinical data systems. - Demonstrated ability to troubleshoot web-based software applications and communicate technical solutions in plain language. - Exceptional written and verbal communication skills with a professional, customer-first demeanor. - Comfortable working in a ticket-driven environment with defined SLAs and accountability to productivity metrics. - Strong organizational skills—able to manage a multi-item queue, prioritize competing demands, and follow up reliably. - High School Diploma or equivalent required. Requirements - Familiarity with Salesforce (Service Cloud or Experience Cloud), JIRA, or similar ticketing/CRM platforms. - Associate or bachelor’s degree in a related field. Benefits - The company sponsors health insurance, long-term disability, and life insurance. - Unlimited Paid Time Off. - 10 paid Holidays. - Paid Parental Leave. - Work Anniversary Bonus. - Participation in the Employee of the Quarter Program. - Monthly $100 Connectivity Stipend Reimbursement. - RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

Role Description We are in search of a dynamic Product Manager who is responsible for defining and driving the strategy, vision, and roadmap for assigned product areas within the company’s platform. This role ensures that product investments are aligned with customer needs, market opportunities, and overall business objectives. - Partnering closely with Product Delivery, Engineering, and cross-functional stakeholders. - Translating market insights into clear product direction and high-impact initiatives. - Ensuring that the company delivers scalable, compliant, and differentiated solutions that drive customer value and long-term growth. Qualifications - 5–10+ years of Product Management experience in a SaaS environment. - Proven ability to define product strategy and translate it into executable roadmaps. - Strong experience working cross-functionally with Engineering and delivery teams. - Demonstrated ability to gather and synthesize customer and market insights. - Exceptional communication and presentation skills, including executive-level interactions. - Experience working in Agile/Scrum development environments. - Bachelor’s degree required. Requirements - Define and own the product vision and roadmap for assigned product areas. - Identify and prioritize high-impact opportunities aligned with company strategy. - Establish clear product boundaries and ensure alignment across the platform. - Drive long-term product strategy informed by market trends and customer needs. - Engage directly with customers to understand workflows, challenges, and unmet needs. - Gather and synthesize feedback from Customer Success, Sales, and Support teams. - Validate product direction through ongoing customer and market interaction. - Represent the product in customer discussions, forums, and industry events. - Define high-level initiatives, epics, and priorities aligned to strategic goals. - Partner with Product Delivery (Product Owners) to translate strategy into execution. - Ensure clarity and alignment of product requirements and intended outcomes. - Maintain alignment between product roadmap and overall platform strategy. - Ensure product capabilities align with applicable regulatory and compliance requirements. - Define and uphold standards for product quality, integrity, and auditability. - Partner with cross-functional teams to ensure readiness for audits and customer expectations. - Work closely with Engineering, Architecture, QA, Customer Success, and Sales. - Support go-to-market strategy, positioning, and product adoption efforts. - Partner with internal teams to ensure successful product delivery and customer outcomes. Benefits - The company sponsors health insurance, long-term disability, and life insurance. - Unlimited Paid Time Off. - 10 paid Holidays. - Paid Parental Leave. - Work Anniversary Bonus. - Participation in the Employee of the Quarter Program. - Monthly $100 Connectivity Stipend Reimbursement. - RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

Role Description The Configuration Specialist owns the end-to-end configuration and delivery of RealTime platform solutions, ensuring systems are built accurately, efficiently, and aligned to customer requirements. This role operates in a fast-paced implementation environment and requires strong independent execution, problem-solving, and the ability to manage multiple concurrent projects with minimal oversight. - Own configuration delivery from intake through deployment, including system setup, validation, and client readiness. - Translate customer requirements into scalable system configurations across RealTime, Devana, and Complion platforms. - Execute configurations across multiple concurrent projects while maintaining quality and timeline commitments. - Identify gaps, dependencies, and risks in project requirements and proactively drive resolution. - Review Statements of Work (SOWs), contracts, and project scoping documentation to translate defined scope into accurate system configurations. - Maintain accurate system documentation, including configuration decisions, permissions, and enabled features. - Perform system audits and validation before delivery to ensure accuracy and completeness. - Collaborate cross-functionally with Sales, Product Enablement, Customer Success, and Support teams. - Contribute to the continuous improvement of configuration frameworks, templates, and workflows. - Support backlog reduction and high-volume delivery environments through efficient execution. - Provide best-in-class customer-facing support during implementation, ensuring a smooth transition to live operations. - Conduct proactive system reviews to offer customers tips and suggestions on how to utilize their system better, tailored to their needs. - Maintain a high level of integrity and confidentiality when dealing with sensitive and confidential information. - Share best practices and contribute ideas on ways to resolve problems. - Maintain compliance with company policies and procedures regarding the HIPAA Privacy Rule. Qualifications - 3+ years in SaaS implementation, configuration, or technical delivery roles. - Proven ability to manage multiple projects and deliver in high-volume environments. - Strong logical reasoning and system-thinking skills; ability to troubleshoot configuration-driven issues. - Experience translating business requirements into system configurations. - Strong organizational and documentation skills. - Excellent communication skills across technical and non-technical stakeholders. - Bachelor's degree in computer science or related discipline, or equivalent experience. - Experience working with vendors and/or other 3rd parties to meet deadlines. - Proven problem-solving abilities; ability to learn and apply complex ideas. - Capacity to adapt to changing project dynamics. - Attention to detail and commitment to quality assurance. Requirements - Experience in clinical research, CTMS, eClinical, or healthcare SaaS environments. - Experience with Salesforce, JIRA, or similar workflow/queue management tools. - Experience working in structured implementation frameworks or standardized deployment models. Benefits - The company sponsors health insurance, long-term disability, and life insurance. - Unlimited Paid Time Off. - 10 paid Holidays. - Paid Parental Leave. - Work Anniversary Bonus. - Participation in the Employee of the Quarter Program. - Monthly $100 Connectivity Stipend Reimbursement. - RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

Role Description The Realtime Contract Administrator will play an essential role in leading the corporate global contracting needs for all of RealTime’s products and services. The Contract Administrator will prepare, process, and monitor client, consultant, and vendor agreements for the company. The Contract Administrator will manage the organization’s contract lifecycle, ensuring compliance with legal requirements, mitigating risks, and optimizing contract terms. - Manage and coordinate the administration of all contract activities to include subscription service agreements, amendments, consulting agreements, vendor agreements, NDAs, etc. - Develop and maintain a contract management system, including templates, databases, and tracking mechanisms, to ensure efficient contract administration and reporting. - Support the development and implementation of contract management policies, procedures, and training programs to promote consistency and compliance across the organization. - Lead the implementation and integration of automated contract management solutions, as well as the design and implementation of an optimized contracting model utilizing best practices and methodologies for process enhancement and workflows. - Maintain accurate and up-to-date contract records, including contract versions, amendments, correspondence, and other related documents. - Ensure proper storage, organization, and retrieval of contracts for reference and audit purposes. - Draft, review, and modify various contracts and modifications in collaboration with stakeholders, ensuring accuracy and compliance. - Assist customers with all contract-related requests, including terminations; research and resolve contract issues, disputes, terms/conditions, etc. - Assist with proposal preparation to include, but not be limited to, RFP review, completion of representations and certifications, and price proposal support. - Assist with supporting functional departments in response to RFPs, including the centralization and standardization of commonly requested information for easy retrieval and inclusion. - When appropriate, work with Company counsel on challenging legal agreement reviews to ensure the company’s best interests are considered in all negotiations. - Perform ongoing customer contract reviews and manage renewals that require amendments. - Assist the Finance team with the administration and communication of pricing increases. - Establish good working relationships with internal and external stakeholders. - Stay current with industry trends, legal developments, and best practices related to contract management. Qualifications - Bachelor’s degree required with a concentration in law, business, finance, or a related field. - Minimum five years of contract management and/or administration experience. - Proficient understanding of legal and contracting terminology, with the ability to interpret and apply complex contract language. - The ability to efficiently organize documentation and an overall high level of attention to detail are a must. - Must be highly responsive and able to communicate in an effective and professional manner. - High level of proficiency with Microsoft Office Suite (Word and Excel) and Salesforce CRM. - Ability to multitask and work effectively with minimal supervision in a fast-paced professional team environment. - Capable of handling confidential information professionally and ethically. Requirements - Master’s degree. - Experience administering contracts in the Healthcare or Clinical Research industry. - Prior experience with using Salesforce CPQ software and/or Revenue Cloud, or implementing a similar CPQ software. - Prior experience with managing process improvements and transitioning contracting strategy from a highly manual, written process to an automated click-through process utilizing MSAs and Order Forms. Benefits - The company sponsors health insurance, long-term disability, and life policy. - Unlimited Paid Time Off. - 10 paid Holidays. - Paid Parental Leave. - Work Anniversary Bonus. - Participation in the Employee of the Quarter Program. - Monthly $100 Connectivity Stipend Reimbursement. - RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

Role Description The Customer Support Specialist is the first point of contact for RealTime eClinical Solutions customers, delivering timely, empathetic, and effective support across our SOMS and Complion platforms. This role is central to the daily support queue—owning initial triage, case documentation, and first-contact resolution within defined SLAs. The ideal candidate combines a strong service orientation with a working understanding of clinical research workflows and a commitment to continuous improvement. Responsibilities - TICKET & QUEUE MANAGEMENT - Serve as the first point of contact for inbound support requests via phone, email, and ticketing system (Salesforce); triage, categorize, and prioritize tickets according to SLA guidelines. - Document all interactions accurately and completely in Salesforce, ensuring proper case creation, updates, and closure notes are maintained. - Resolve Tier 1 issues independently and escalate Tier 2+ issues to the appropriate L2 Specialist or Support Lead with clear context and documentation. - Monitor personal queue performance and proactively flag aged or at-risk tickets to the Support Lead before SLA breach. - CUSTOMER-FACING SUPPORT - Provide professional, solution-oriented support to customers navigating RealTime’s clinical trial management platforms (SOMS and Complion). - Guide customers through platform navigation, user account management (username/password resets, permissions, user roles), and standard troubleshooting workflows. - Schedule and conduct training sessions for new and existing customers on platform features, workflows, and best practices. - Proactively identify opportunities to educate customers on underutilized features that may improve their adoption and satisfaction. - QUALITY & COMPLIANCE - Maintain full compliance with HIPAA Privacy Rule requirements; this role may access Protected Health Information (PHI) as part of daily responsibilities. - Follow all established support procedures, escalation paths, and knowledge base protocols consistently. - Contribute to the team's knowledge base by documenting recurring issues, solutions, and how-to guides. - Participate in team huddles, training sessions, and calibration exercises to maintain quality and consistency. - COLLABORATION - Communicate clearly with cross-functional teammates, including L2 Specialists, Support Leads, and the Product Health team when escalating technical issues. - Share observations about recurring issues and customer pain points with the Support Lead to inform process improvements and product feedback loops. - Represent RealTime professionally and courteously in all customer and internal interactions. Qualifications - 2+ years of customer service or technical support experience in a SaaS or software environment. - Experience working with or supporting clinical research sites, including familiarity with site workflows, regulatory requirements, or clinical data systems. - Demonstrated ability to troubleshoot web-based software applications and communicate technical solutions in plain language. - Exceptional written and verbal communication skills with a professional, customer-first demeanor. - Comfortable working in a ticket-driven environment with defined SLAs and accountability to productivity metrics. - Strong organizational skills—able to manage a multi-item queue, prioritize competing demands, and follow up reliably. - High School Diploma or equivalent required. Requirements - Familiarity with Salesforce (Service Cloud or Experience Cloud), JIRA, or similar ticketing/CRM platforms. - Associate or bachelor’s degree in a related field. Benefits - The company sponsors health insurance, long-term disability, and life insurance. - Unlimited Paid Time Off. - 10 paid Holidays. - Paid Parental Leave. - Work Anniversary Bonus. - Participation in the Employee of the Quarter Program. - Monthly $100 Connectivity Stipend Reimbursement. - RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

Role Description This entry-level Software Engineer role is ideal for recent graduates or those who have graduated within the past two years. You will contribute to our ongoing SaaS software development activities, drive quality, and delight our clients by helping build world-class software solutions. You will grow within a collaborative team environment, learning from experienced engineers while applying your academic knowledge and hands-on skills—including proficiency with modern AI-assisted development tools. - Deliver robust and scalable solutions, incorporating new technologies as appropriate. - Use Agile/Scrum/Kanban methodologies as a contributing team member throughout the software development lifecycle. - Support development and delivery of SaaS software applications, including integrations, APIs, and shared libraries. - Collaborate with product, QA, and customer-facing teams to deliver secure, reliable, cloud-based software solutions. - Follow engineering standards, source code management best practices, and documentation guidelines under senior guidance. - Participate in code reviews for front-end and back-end SaaS and mobile applications and incorporate feedback constructively. - Support automation of static and dynamic code analysis (SAST/DAST) and software composition analysis (SCA). - Assist in delivering cloud services/platforms, APIs, microservices, serverless computing, and data storage solutions. - Contribute to continuous improvement of the application lifecycle, architecture, and tech stack; help minimize technical debt. - Support the DevOps process and CI/CD pipeline to produce well-written, well-tested builds. - Assist in diagnosing and resolving performance problems and architectural challenges under senior supervision. - Actively use AI-powered development tools (such as GitHub Copilot, Windsurf, and Claude) to accelerate coding, improve code quality, support debugging, inform design decisions, and generate documentation. - Leverage AI tools responsibly: review, validate, and take ownership of all AI-generated code and suggestions. - Participate in review board sessions to drive quality and consistency. - Ensure delivered solutions meet technical and functional/non-functional requirements. - Collaborate across teams and contribute to a positive, inclusive engineering culture. Qualifications - Bachelor’s degree in software engineering, Computer Science, or an equivalent technical discipline. Candidates must be recent graduates or have graduated within the past 3 years. - 0–3 years of software development experience (internships, academic projects, co-ops, and personal projects count). - Must be authorized to work in the United States without any sponsorship. - Foundational understanding of software design patterns, data structures, test-driven development, backend systems, databases, and APIs. - Familiarity with Agile/Scrum/Kanban development methodologies. - Strong collaboration and communication skills; comfortable working in distributed teams. - Demonstrated experience or coursework with: PHP, SQL, MySQL, React, React Native, JavaScript, REST APIs, Shell Scripting, GitHub, and AWS (IaaS/PaaS). - Exposure to or awareness of HIPAA/HITECH/HITRUST/PHI/PII and PCI DSS compliance environments (coursework or certification accepted). - Hands-on experience using AI coding assistants such as GitHub Copilot, Windsurf, Claude, or similar tools for coding, debugging, and design. Requirements - Self-starter with a proactive, solution-oriented mindset and eagerness to establish best practices. - Experience with full-stack SaaS or mobile application development in a cloud environment (academic or professional). - Familiarity with security benchmarks such as OWASP, PCI-DSS, CIS, SOC2, or FedRAMP. - Knowledge of PHP web frameworks and MVC design patterns. - Exposure to Nginx, Terraform, Docker, Kubernetes, OData, SAML, or OAuth2. - Experience with web application security principles. - Comfortable working independently and as part of a global team. - Strong written and verbal communication skills, with the ability to convey technical concepts clearly. - Experience using AI tools not just for code completion, but for design exploration, test generation, and debugging workflows (e.g., using Claude for architectural Q&A, Copilot for test coverage, or Windsurf for intelligent code navigation). - Familiarity with prompt engineering best practices for getting optimal results from AI coding assistants. - Background or coursework in clinical research or healthcare technology is a plus. Benefits - The company sponsors health insurance, long-term disability, and life insurance. - Unlimited Paid Time Off. - 10 paid Holidays. - Paid Parental Leave. - Work Anniversary Bonus. - Participation in the Employee of the Quarter Program. - Monthly $100 Connectivity Stipend Reimbursement. - RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a high-impact technical leader responsible for hands-on design, development, and delivery of all RealTime products and services. This role requires an elite engineer who remains "in the weeds"—coding, debugging, and architecting complex systems—while simultaneously leading and mentoring a team of software engineers. The Principal Software Engineer serves as the technical authority that bridges high-level architectural vision with daily execution. You will drive the adoption of AI-assisted workflows and maintain rigorous engineering standards to deliver reliable SaaS and mobile products at speed and with consistency. Core Responsibilities - Hands-On Development & Design - Design, code, test, and debug complex software while developing new functionality and enhancing existing products. - Stay close to technical decisions, serve as an escalation point for complex delivery issues, and resolve intricate production problems. - Create design artifacts for new software and web applications, ensuring the architecture scales to align with company goals. - Deliver high-quality software and key features across backend, frontend, and mobile platforms. - Technical Leadership & Team Management - Lead and develop a team of software engineers, managing their day-to-day performance and ensuring the best development practices. - Actively mentor peers and less experienced engineers to elevate the organization's overall technical capability. - Bring a strong, sensible technical voice to strategy conversations and partner with the VPs of Software and Architecture to validate design tradeoffs and implementation. - Drive planning discipline, delivery cadence, and effective execution across multiple concurrent initiatives. - AI-Assisted Engineering & Quality Standards - Utilize tools such as Windsurf and advanced models like Claude Opus to accelerate implementation, refactoring, and test creation. - Improve review quality with automated checks for risky changes, security vulnerabilities, and the likelihood of regression. - Raise standards for coding practices, branching, code reviews, and testing strategy to ensure release predictability and operational readiness. Qualifications - A strong understanding of and proven track record with: - SDLC in a regulated industry - Cloud architecture - Modern software design patterns - Back-end architecture and design - Front-end architecture and design - Mentoring peers and less experienced engineers - Experience with digital documents - Experience with PHP, Python, React, JavaScript, and MariaDB/SQL - Expert in API design and development Requirements - Bachelor’s degree in computer science or affiliated discipline - Familiarity with HIPAA, HITECH, HITRUST, PHI/PII, and PCI DSS working environments - Ten plus years of experience in software development Benefits - The company sponsors health insurance, long-term disability, and life insurance. - Unlimited Paid Time Off. - 10 paid Holidays. - Paid Parental Leave. - Work Anniversary Bonus. - Participation in the Employee of the Quarter Program. - Monthly $100 Connectivity Stipend Reimbursement. - RealTime matches employee 401(K) contributions at 100% of the first 3% invested and 50% of the next 2% invested.